Module Directory

This module will provide you with the opportunity to develop the skills gained in the Delivering Event and Hotel Operations and the Customer Experience module by providing you, with the opportunity to develop the skills and knowledge required to deliver customer excellence.

You will develop a greater understanding of the tangible and intangible components of the customer experience and reflect on how the components need to be in place operationally to meet or exceed customer expectations.

The aims of this module are:

• Determine, and where possible demonstrate and critically reflect on the professional supervisory skills and knowledge required across the guest service functions of hotel operations:
  - Understanding and demonstrating the implementation of the concept of the hospitality performance and the theatre of hospitality in meeting guest needs.
  - Professional skills development in delivering guest services through Butlers Teams.
  - Managing the guest as a consumer of ‘one’.
  - Changing guest needs during a hotel stay.
  - Anticipating guest needs;
  - Changing guest food and beverage needs during a hotel stay;
  - The role food and beverage in developing the consumer relationship;
  - Efficient and effective front office and accommodation services in meeting guests individual needs including the use of guest histories, gathering guest intelligence;
  - Efficient and effective support services in delivering business results and improving guest services;
  - Relationships between and with external sources of supply and supplier networks;
  - Evaluating and establishing appropriate business relationships.


• Demonstrate analysis, planning and organisation of the work of a team within a hotel operation.
  - Team organisation;
  - Resource management (human, physical, (e.g. materials, equipment), financial (including purchasing and stock control);
  - Hotel service and product improvements;
  - Kitchen and food service organisations;
  - Kitchen and food and beverage service product improvements;
  - Food service development and delivery;
  - Front of house and accommodation services organisation;
  - Accommodation and front office services and improvements;
  - Developing guest services delivery in meeting individual guest needs;
  - Hotel support services importance and organisation;
  - Evaluation of support services including comparisons in supply sources and value for money.


• Critically evaluate a team and financial performance against pre-determined criteria across all the functions of hotel operations.
  - The function and characteristics of a successful team;
  - Performance measurement and evaluation techniques in team performance;
  - Knowledge of hospitality KPI benchmarks.


• Critically evaluate the effectiveness of marketing techniques within hotel operations.
  - Analysing ROI from marketing activities;
  - Brand consistency and the appropriate placement of advertising.


• Critically evaluate how contemporary PESTLE issues impact on the service a customer receives within hotel operations.
  - Hospitality environmental issues.


• Conform to or demonstrate an understanding of the requirements of the `Professional Code of Practice'.

By the end of this module, students will be expected to be able to:

1. Determine and where possible demonstrate and critically reflect on the professional supervisory skills and knowledge required across the guest service functions of hotel operations.


2. Demonstrate analysis, planning, and organisation of the work of a team within a hotel operation.


3. Critically evaluate the team and financial performance against pre-determined criteria across all the functions of hotel operations.


4. Critically evaluate the effectiveness of marketing techniques within hotel operations.


5. Critically evaluate how contemporary PESTLE issues impact on the service a customer receives within hotel operations.


6. Conform to or demonstrate an understanding of the requirements of the `Professional Code of Practice`.

Learning and teaching will take place in either the practical areas of the Wivenhoe House Hotel supported by the academic and professional practitioner`s feedback and expertise or via online learning with group and /or individual tutorials being used to support the development of a work based portfolio.